Customer experience is amongst the most important factors responsible for an organization’s success. According to a study conducted by PR Newswire, 84% of companies that work to improve their customer experience report an increase in their revenue while 96% of customers say that customer service is important in their choice of loyalty to a brand.
As we move towards an all-digital world, customer satisfaction not only depends on the one-to-one services provided by a company but also on the digital experience that comes along the process. This digital customer experience includes all the digital interactions that the customers have with a brand and the organization.
As of 2020, 84% of consumers reported using digital channels more frequently, which indicates the importance of providing a better digital customer experience for establishing a good customer base.
This blog will discuss the different digital CX strategies that you can apply in your business to achieve success
What is digital CX?
Digital customer experience refers to all the online interactions a customer has with your company and the resulting impression that he walks away with. It can be your website, your mobile app, or any other online platform.
Digital customer experience doesn’t stop at online interactions but also includes both front-end services and back-office process optimization that ultimately benefits customers.
Now, let’s understand why digital customer experience is important.
According to a study, 1 in 3 customers will leave a beloved brand after a single bad experience, and 92% would abandon a product or service after two or three negative interactions. If a company fails to create an online platform that provides their customers uninterrupted service and fast response, customers will no longer be interested in their services which would lead to the loss of customer base.
To avoid situations like this, companies should focus on providing the best digital customer experience, which can be done by following these strategies.
Top digital CX strategies
- Adopt digital solutions
Numerous companies lost their customers because they failed to adapt to the latest technologies with time. To create a good customer base, it is important to not only provide face-to-face services but also provide digital services.Companies should invest in their websites, mobile apps, chatbots and create a brand-new experience their customers never realized they wanted.
- Understand your customers
80% of companies believe that they deliver “super experiences,” but only 8% of customers agree. It is because companies think they know what their customers want without carrying out a proper research or survey. This misunderstanding eventually leads to a bad digital customer experience.To provide a good digital customer experience, companies should ask their customers what they like or dislike about their online platform and what they can do to improve their services. This way, companies will be more aware of their mistakes and would be able to develop their online presence, preferred by their customers.Companies can also invest in creating an effective Voice of the Customer (VoC) program. This program allows customers to tell what they want, so what’s a better way to learn about customers when they’re ready to tell you themselves.
- Act on customer feedback
Taking up customer feedback is one of the most important factors involved in providing a good digital customer experience.Feedback offers the most valuable insights into building an effective customer experience strategy and acting on it helps to build a sense of significance, encourages engagement, and introduces a more personal element in the overall customer experience. It also helps your company to become more customer-centric.
- Don’t automate everything
Digitalizing too much can take away the human touch which is very essential for providing a good customer experience.A recent PwC survey found that humans now play a more important role than ever in delivering a positive customer experience. Of 15,000 consumers surveyed across 12 countries, two-thirds said they felt companies have lost touch with the human element of the customer experience. Meanwhile, three quarters said they wanted more human interaction in the future, not less.This outcome points out the importance of human interaction, therefore, companies should not automate every single thing. Having a human touch would help customers feel let into the company’s family which will help establish trust and build loyalty.
- Simplify the experience
Your goal should be to reduce customer friction and customer effort as far as possible. For doing so, you should focus on simplifying all their experiences with your organization, both digital and physical.For simplifying experience, you should:
- Focus on channel flexibility by making it seamless for customers to switch channels.
- Provide service conveniences such as ease of digital service and support.
- Provide purchase convenience such as a seamless digital transaction process.
- Provide reachability.
- Recognize each customer as an individual to provide a personalized experience.
- Utilize customer data to meet customers’ preferences automatically.
Key benefits of digital CX
- More efficient operations.
- Empowered remote workforce.
- Reduced costs of service.
- Greater brand equity.
- Enhanced customer experiences.
- Improved customer loyalty and brand recognition.
- A significant competitive advantage over traditional organizations.
With the growth of digitalization, it has become necessary to invest in digital CX as customers expect quick responses to their issues and proactive improvement to their experiences, across a multitude of digital channels.
If you are looking forward to enjoying the benefits of the digital CX program, Jellyfish technologies can help you with it.
Jellyfish Technologies is known for timely delivery, scalable solutions, competitive pricing, and reliable customer service.